Analysis: What Is It?

Analysis, or needs assessment, is finding out what your customers like and don’t like about how you treat them. Assessment of needs is the first component of four in the formal development of a customer service training program.

An informal method of assessing needs would be to call your office and ask for yourself, a service, or a product. You’ll determine within minutes if your staff needs customer service training. If your company is in the retail industry, consider doing a “mystery shopper” experience: have a friend or coworker walk into a location and ask for something. Get his reaction on how he was treated. It’s easier than you think. What you may want to assess further is what part of customer service training is ...

Get How to Get Your Customers Swearing by You, Not at You: Telephone Doctor's Guide to Customer Service Training now with O’Reilly online learning.

O’Reilly members experience live online training, plus books, videos, and digital content from 200+ publishers.